Published: 2026-07-01
Pendekatan QFD dalam Merancang Strategi Peningkatan Kualitas Pelayanan Coffeeshop Dirasa Semarang
DOI: 10.35870/emt.v10i3.6230
Abstract
This study reveals that the service quality at Dirasa Kopi has not fully met customer expectations, as indicated by negative GAP values across all SERVQUAL dimensions. Reliability shows the largest gap, followed by Responsiveness, reflecting a misalignment between promised and delivered services as well as limitations in staff speed and responsiveness. Through Quality Function Deployment (QFD), these findings were translated into improvement priorities, in which staff training was identified as the primary strategy due to its direct influence on service consistency and delivery speed. Expansion of seating areas and additional menu variations serve as supporting measures to enhance customer comfort and overall experience. Thus, the results obtained confirm that improving staff competency is the most determining factor in closing the service quality gap at Dirasa Kopi. The results of this study are expected to serve as managerial guidance for Dirasa Kopi in improving service quality, strengthening service performance, and ultimately enhancing its competitive advantage to remain sustainable and gain customer loyalty.
Keywords
Service Quality; GAP Analysis; Quality Function Deployment (QFD); House of Quality (HOQ); SERVQUAL
Article Information
This article has been peer-reviewed and published in the Jurnal EMT KITA. The content is available under the terms of the Creative Commons Attribution 4.0 International License.
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Issue: Vol. 10 No. 3 (2026)
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Section: Articles
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Published: 2026-07-01
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License: CC BY 4.0
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Copyright: © 2026 Authors
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DOI: 10.35870/emt.v10i3.6230
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Andika Ricky Edi Saputra, Universitas Dian Nuswantoro
Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Dian Nuswantoro, Kota Semarang, Provinsi Jawa tengah, Indonesia.
Usman Usman, Universitas Dian Nuswantoro
Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Dian Nuswantoro, Kota Semarang, Provinsi Jawa tengah, Indonesia.
Ida Farida, Universitas Dian Nuswantoro
Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Dian Nuswantoro, Kota Semarang, Provinsi Jawa tengah, Indonesia.
Imam Nuryanto, Universitas Dian Nuswantoro
Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Dian Nuswantoro, Kota Semarang, Provinsi Jawa tengah, Indonesia.
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